Influence of Electronic Service Strategy on Service Delivery of National Transport and Safety Authority of Kenya

Abstract

Service delivery is a cyclic process that is continuous for establishing and delivery of client-focused services. The delivery of quality services entails comparing customer expectations to performance. Despite the NTSA efforts of providing online services to the customers still prefer to visit their physical offices. The objective of the study is to establish the influence of electronic services strategy on service delivery at National Transport and Safety Authority of Kenya. The anchorage of the study was grounded on: Resource-based view theory and the Diffusion of innovation theory. A case study was employed for the research to assess the relationship between E-service strategies and service delivery. The study used interview guide to gather primary data. The interview guides were used to collect data from the ICT and customer service staff at National Transport and Safety Authority of Kenya. Content analysis was employed. The outcomes of the research were expressed in continuous prose. The findings revealed that e-service strategy positively influences service delivery by the NTSA. The findings showed that e-service strategy positively influences the flexibility of service delivery by the NTSA. Additionally, e-reporting and e-documentation were found to have a positive influence on service delivery. The adoption of e-service strategy was revealed to positively reduce costs of service delivery. The findings revealed that more awareness on the use of online services by NTSA should be made. The findings will be beneficial to scholars in the field of service delivery.